National Complaints Manager

at  The Salvation Army

Number of Positions Available:
1
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ABOUT US

The Salvation Army is a Christian movement and one of Australia’s largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here — providing support, safety, community, and opportunity.
About the Role
We are seeking a National Complaints Manager, for a Full Time – Permanent opportunity a THQ Blackburn, VIC.
The primary purpose of the National Complaints Manager is to assess, prioritize, monitor, maintain, and review complaints and associated data. This proactive approach aims to support front-line leaders in achieving successful resolution responses.
Additionally, the complaints manager is tasked with identifying and addressing critical risks as they emerge through the complaints mechanism, ensuring timely mitigation actions are taken to safeguard organizational interests and stakeholder satisfaction.
Key Responsibilities:
You will be successful in this role if you can:

Ensure complaints are managed in line with TSAs Incident Management Policy, procedures and supporting documents

• Assess incoming complaints, categorize them based on severity and urgency, and prioritize them for resolution.
• Triage complaints to appropriate departments or individuals for investigation and response.
• Provide support to front-line leaders to manage complaints effectively from initial response, investigating, monitoring and finalizing the management of the complaint
• Oversight of the management of complaints when the complaint involves a regulator or where a complaint comes through YourCall and is related to client complaints.
• Monitor the status and progress of complaints throughout the resolution process.
• Ensure complaints are addressed in a timely manner and escalate unresolved issues to appropriate levels of management.
• Ensure all Safeguarding matters are referred to the safeguarding team for review and investigation as a priority
• Maintain data records and systems for accurate information and timely reporting , including relevant details such as nature of complaint, resolution status, and trends
• Identify emerging trends and risks related to incidents for further investigation and escalation
• Undertake root cause analysis to identify any systemic areas for improvement
• Lead enterprise-wide improvement initiatives based on insights gained from complaint data analysis and feedback from complainants.
• Contribute to the development and implementation of the incident management system, policies and procedures

Qualifications and Experience:

• Qualifications in Quality Management, Social Work, Allied Health, Nursing or similar
• More than five years experience in a senior leadership quality role or Complaints management role
• Experience in leading the delivery of social/human services

Requirements of the Role:

• A National Criminal History Check is required
• A WWCC is required
• Valid Drivers License

Why work for us

In return we offer our eligible employees real and meaningful benefits such as:

• Positively supporting and impacting the lives of others through your career contribution
• An inclusive culture of dedicated, passionate and professional team members
• NFP salary packaging ($15,900 tax free) plus meals and entertainment benefits
• Flexible working conditions
• Paid parental leave
• Financial, retail and lifestyle discounts and benefits
• Employee Assistance Program - Independent confidential counselling service
• Opportunity for career development

How to Apply
Should you be interested, please submit a copy of your resume and cover letter. In the cover letter (maximum two pages) explain your suitability for the role including examples demonstrating capabilities and addressing the questions below.
Why are you passionate about working with the Salvos?
How do your values and those of the Salvos align?
The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.
The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check. Applicants for all roles require a mandatory National Police Check.
We value Integrity, Compassion, Respect, Diversity, and Collaboratio

• A National Criminal History Check is required
• A WWCC is required
• Valid Drivers Licens